FELECIA A. SMITH
Orlando,USA
Summary
Social work and human services professional with extensive experience in program operations and crisis intervention. Proven track record in building service departments, fostering community partnerships, and implementing effective service planning strategies. Advanced skills in multidisciplinary collaboration and advocacy for high-risk populations.
Overview
15
15
years of professional experience
Work History
Resident Services Director
Promise in Brevard
West Melbourne, FL
11.2025 - Current
- Built the Resident Services department from the ground up for a 120-resident supported independent living community, creating a 14-section operational policy and procedure manual, a three-tier incident classification system, structured daily intervention logging, a four-tier front desk coverage plan, and an annual staff training calendar where no infrastructure previously existed.
- Direct crisis response and case coordination with a two-person team, managing 40 documented interventions across 22 residents (18% of the community) in a single 12-week period, including four major incidents requiring formal reports and coordination with law enforcement, DCF, and adult protective services.
- Conducted needs assessments and developed service agreements, including crisis and Baker Act protocols, to ensure comprehensive resident support.
- Authored a department workload and risk analysis quantifying intervention volume, acuity levels, after-hours coverage gaps, and staffing capacity, presented to executive leadership to support safety and resource decisions.
- Provided case management services, including housing placement assistance and referrals to community-based social service programs.
- Redesigned three-part admissions assessment process for IDD-specific comprehension, implemented dual-signature approval requirement, and advanced 12 candidates to second- and third-stage interviews while managing a 119-person interested parties list.
- Partnered with vocational staff to expand supported employment outcomes to 50 residents employed (41% employment rate) across 28 employer partners, with an additional 20-person placement pipeline identified.
Senior Director of Programs
One Hope United
Orlando, FL
10.2023 - 08.2025
- Directed statewide foster care, residential, prevention, and family support programs across 3 Florida circuits, impacting nearly 3,000 children and families.
- Oversaw service quality, case documentation, risk management, compliance, and program outcomes, collaborating with senior leaders of case-management and direct-care teams.
- Established partnerships with community providers and public agencies to eliminate service barriers and enhance culturally responsive support for children and families.
- Florida Division
Director of Programs
One Hope United
Orlando, FL
04.2021 - 10.2023
- Led quality improvement and cross-program coordination with providers, funders, community stakeholders, and internal teams to enhance family and placement stability.
- Directed child and family service operations, monitoring case progress and identifying service gaps, documentation trends, quality indicators, and barriers impacting children and families.
- Managed operations for Florida Division
Associate Director of Programs
One Hope United
Orlando, FL
01.2019 - 04.2021
- Led case-management initiatives, offering technical support to supervisors addressing complex psychosocial, placement, legal, and service needs for children and families.
- Coordinated case consultation, documentation, and interagency collaboration to effectively address service barriers impacting families and facilitate compliance with court-related requirements.
- Florida Division
Senior Supervisor
One Hope United
Orlando, FL
04.2018 - 01.2019
- Supervised and coached 6 supervisors, enhancing support for 40 case managers and 10 direct-care staff serving children and families.
- Enhanced trauma-informed supervision, case consultation, documentation quality, onboarding processes, communication, and staff accountability.
- Florida Division
Program Supervisor
Jewish Family & Community Services
Jacksonville, FL
08.2011 - 01.2018
- Supervised case management for at-risk youth and vulnerable families, conducting needs assessments, creating individualized service plans, facilitating community referrals, reviewing cases, ensuring documentation quality, and coaching staff.
- Coordinated with schools, courts, health providers, behavioral health professionals, and community organizations to identify and address service gaps effectively.
- Supervised program staff and ensured adherence to best practices.
- Coordinated community outreach initiatives and fostered stakeholder relationships.
- Developed training materials for staff onboarding and professional development.
Education
Master of Social Work (MSW), Advanced Standing -
Walden University
06-2027
Master of Education (M.Ed.) - Psychology Concentration
Troy State University
Bachelor of Social Work (B.S.W.) -
Alabama A&M University
Skills
- Crisis Intervention
- Case management
- Needs Assessment
- Service Planning
- Child welfare
- Family Advocacy
- Program compliance
- Incident documentation
- Trauma-informed care
- Community Resource Navigation
- Multidisciplinary teamwork
- Staff training
- Staff development
- Operational planning
- Conflict Management
- Disability support
Credentials And Professional Development
- Certified Child Welfare Specialist (CCWS)
- Trauma-Informed Care & DCF Licensing Standards
- Quality Assurance, Program Operations & Staff Development
Timeline
Resident Services Director
Promise in Brevard
11.2025 - Current
Senior Director of Programs
One Hope United
10.2023 - 08.2025
Director of Programs
One Hope United
04.2021 - 10.2023
Associate Director of Programs
One Hope United
01.2019 - 04.2021
Senior Supervisor
One Hope United
04.2018 - 01.2019
Program Supervisor
Jewish Family & Community Services
08.2011 - 01.2018
Master of Social Work (MSW), Advanced Standing -
Walden University
Master of Education (M.Ed.) - Psychology Concentration
Troy State University
Bachelor of Social Work (B.S.W.) -
Alabama A&M University